Business Profile

Internet Services

Shaw Communications Inc.

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for Shaw Communications Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

268 total complaints in the last 3 years.
104 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:13/06/2023
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was a **** customer whom is caught up with the merger of ****** and ****. I went to upgrade a cell phone at ****. We were told go to ****** because **** was no longer Authorized to sell or upgrade phones due to the merger. After discussing the options with the ****** in store, I was told that I would have to sign a new contract with ****** under a plan that would cost 3 times as much as what I was currently paying and finance the phone on top of that. Based on the treatment from the company and being a loyal customer of **** I decided to look else where for servicing. Most companies offer a cell phone plan and home internet as a package deal. I had switched over to a new provider for both cell and home internet. To cancel my home internet with **** they are telling my under contract $*** for each month left on the contract to March ****. I never had agreed to becoming a customer under the buy out of ****** and certainly did not agree to upcharges on the cell plan to upgrade a phone. I tried to mitigate with a **** Rep today whom said no and they have no interest in negotiating.
Business Response
Date: 15/06/2023
We have been in touch with the customer in order to provide a resolution.
Customer Answer
Date: 16/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************
Initial Complaint
Date:12/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have complained several times since 2019 about the internet service and constantly dropping the signal. **** has had us upgrade our account more than once. This last time a technician came to our home and told us the problem was faulty equipment outside our home that belongs to ****. We were provided a reference number. Nothing has been done and the equipment failure has been an ongoing issue since 2019. This is the second time a technician told us the problem was outside our home while at the same time **** has had us upgrade our service. The last call was on May *, 2023 and still has yet to be fixed.
Business Response
Date: 16/06/2023
We have connected with the customer and arranged to follow up next week regarding update on the maintenance work required to address the technical issues experienced.
Customer Answer
Date: 19/06/2023

Complaint: ********

I am rejecting this response because: **** contacted me on Friday and today is Monday. Their response was they were going to contact yet another department of the organization and get back to me Tuesday which hasn't happened yet AND they haven't responded to my request for a billing adjustment given the amount of years this same complaint has been going on (since 2019) added to the fact my monthly bill (never missed a payment has been over $*** per month). They have upsold me new equipment which I paid for only to discover the true problem with their own faulty equipment which has yet to be replaced outside.

I want **** to repair their own equipment, reimburse me for the amount of aggravation for the past almost 5 years in the form of a payment, not a billing credit and I want a billing credit.

Sincerely,

***********************
Business Response
Date: 21/06/2023
We have received the same complaint the customer has submitted to the ***** Customer is aware we will continue to address their concerns.
Customer Answer
Date: 21/06/2023

Complaint: ********

I am rejecting this response because: **** has yet to resolve anything. I was told that once I made a complaint to the **** that the BBB complaint would be gone. Having said that, the original problem continues. **** has advised they are trying to work with their own team to escalate the situation in order to have their own equipment repaired by the end of the summer and if not they advised the work wouldn't happen until after the winter which means almost another year.

I want the repair done, I want a refund for the past 4 years of problems (not an account credit) and I want an account credit for the aggravation we endured for the past 4 years.

Sincerely,

***********************
Initial Complaint
Date:24/05/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Shaw Mobile charged $****** on one of my phone lines, ************ for international data roaming. There are two issues here. First, the phone line does not have data plan but when we travelled down to **, it still connected with ** service for mobile data. I never have to turn off mobile data in ****** because it doesn't have mobile data but it somehow connects to international data roaming when I travelled to **?Second, according to their website at ***************************************************************************************************************************************************************************************** , it's clearly mentioned "To use your mobile device and phone number outside ******, you must enable the International Roaming and International Calling features on your account." The **** agent I spoke with confirmed that this was always enabled on the line on the contrary to what they said on their website.I never had to disable mobile data on my phone because it doesn't have data plan and didn't bother to disable it on My account setting in **** because the website says "I must enable" to use the service.**** somehow looks at no data plan separate from international data roaming and on the contrary to what the website said the data roaming was enabled by default.
Business Response
Date: 02/06/2023
******* Mobile spoke with Mr. ***************** and apologized for the inconvenience caused due to roaming charges.
We have credited $*** on the account; this covers $*** from the existing invoice + $*** which will reflect in the next invoice. Mr. ***************** accepted the offer.
Regards,
**** ******
Customer Answer
Date: 05/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****************
Initial Complaint
Date:26/04/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I have had to move to care for my aging parents. We learned that our new address is able to be serviced by Shaw Communications for our Internet. Upon attempting to cancel our service **** is attempting to charge us cancellation fees for cancelling the service. If the property was able to be serviced by **** we would not be cancelling the account. When we attempted to resolve this with **** we were told by the customer service representative that it was our fault that the service was being cancelled because it was our choice to move.I would like the cancellation fees waived on our account number #*********** as **** is unable to provide service to us as stipulated in the contract terms. If they are not able to provide service, I as the customer should not be penalized for terminating that same contract. I also cannot be expected to pay for service that cannot be delivered to me.
Business Response
Date: 27/04/2023
We left a voicemail providing our direct contact details to reach us to discuss resolution.
Initial Complaint
Date:10/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Beginning Sept **, 2021, my internet service has not fuctioned correctly. Several technicians have come to diagnose and replace hardware - all attempts to fix my internet connection have failed. On March *** 2022, a technician finally diagnosed my internet issue being a hardware issue with the wiring to my unit within the apartment complex and also hardware issues with the input to the apartment complex from the external hardware. Ticket #************ was opened because previous tickets were closed, despite the issue never being resolved; this active ticket designates that a bad riser to my unit requires replacing and a jumper in the hardware within the apartment complex switchboard - an order for a contractor to be scheduled to do the work was made. They have all the consent they need from the landlord to complete the work as of November **, 2022. I want this work to be finished as it has been outstanding for years.
Business Response
Date: 15/04/2023
We have reached out to the customer and provided our direct contact information.
Initial Complaint
Date:28/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Shaw communications has been ********** customers on their internet speeds. I have been having3 significant issues with **** being able to provide the speeds that were agreed upon in the contract,It started most recently after upgrading to *** Mb/s, then * Gb/s and finally ***Gb/s speeds.At first I was able to reach the *** MB/s Speeds, however services gradually degraded and after sending out multiple techs to address the issues it always seemed to point to "upgrading the modem, or services to faster speeds for better service"Each time I've moved to a different service the speeds have worsened. at *** mb/s I was able to reach speeds of ******* mb/s but would have very frequent outages. There ended up being a major issue with the modem updating everyday at ** cutting off my services as the modem would try to force an update and fail. (happened with multiple modems)I moved to * GB/s and at first speeds were good, but then they continued to degrade, resulting in speeds around *** mb/s witnessed by their own techs during the service calls. In Jan 2023 I received a call from one of their customer service reps offering me a "Free" upgrade to *** GB/s which came with a new style of modem. This was offered as compensation for all the difficulties that were ongoing.After 2 months of using this new speed and modem, the services are worse than ever. On their website for *** GB/s they say "Maximum download speed for a single hardwired device connection is *** Mbps"I however cannot reach speeds above ***. Most often my speed is around ***. after tired of being misled I asked to cancel the promotional service back to * GB/s and to cancel all other services **** has refused, and instead wishes to charge me cancellation fees for any services not related to internet.As far as I am concerned the entire contract is void, not just the internet section I want a refund for the last 2 years I've has issues. FULL refund. They **** and could never provide contracted speeds
Business Response
Date: 30/03/2023
****** technical team has contacted the customer and will continue to investigate.
Initial Complaint
Date:28/03/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March **, 2023 I called **** Direct regarding a modem/router hardware issue. I was having problems and it was likely close to 5 years old so I wanted to request an upgrade to my equipment. The first agent could not accommodate my request and I asked to speak to her supervisor. When the supervisor '******' answered my call he was dismissive of my concerns, hostile, aggressive and rude. I asked to be connected with HR or his supervisor so I could make a complaint and he stated 'I won't swap your equipment'. He then would not connect me with a complaints and gave me my original ticket number **************. His ID number was *****. I am concerned that when a customer asked for a supervisor **** representative was an aggressive bully who would not entertain that I had a legitimate complaint. I am also concerned that this 'supervisor' has access to my personal information and may have the ability to influence my quality of service. His statement of 'I will not swap your equipment' immediately after I asked to make a complaint about him was intimidating and personal.
Business Response
Date: 05/04/2023
We reached out to customer today but was unsuccessful in reaching them. We have left them our direct contact details.
Initial Complaint
Date:15/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Internet does not work, no WiFi access. I pay for this service through my apartment lease agreement with ******* housing. I have had problems with it from around the fall. I have 3 devices that are connected. Smartphone, laptop and ********************* I have to use the phone for a WiFi hotspot to get my laptop online. Spoke to the building manager and landlord and was told to contact **** directly. I had done that and issue still persistent. I think it is a faulty modem or the cable is somewhat messed up. I can't connect my alexa **** dot to WiFi at all now. I get some internet connection intermittently just barely. No one seems to be able to help me out with this.
Business Response
Date: 20/03/2023
The technical support team is currently trying to get a hold of the customer to address their technical concerns.
Initial Complaint
Date:15/03/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was a customer of ********************** for about two years. I subscribed to their internet services. I had bill auto-pay setup for all of my invoices and paid every single invoice on time during my two years with them.In November 2022, I informed **** that I was moving outside of the country and would need to cancel all of my services with them. They cancelled my services effective December 1, 2022 and I was not invoiced for any further services.At the same time that **** cancelled my services, they also, without telling me, disabled bill auto-payments. So although I had a credit card on file, my final bill went unpaid because **** turned off auto-pay and did not inform me. From the moment that final bill was issued, I expected that it would be paid by auto-pay, but it never was.As a result, the final bill of about $*** went unpaid for three months. During that time, I never received a single email communication from **** to remind me about this bill. If I had known about it, I would have paid it on the spot, as I did for all of my previous bills.I received an email from the collections agency about 3 months after that final $*** bill was due giving me my account number for the collection. The moment I saw that email, I logged into my **** account and paid the bill. I then contacted the collections agency and asked if it could be removed from credit record since I paid it right away and to the original creditor. They said I should reach out to TransUnion and Equifax directly to file a dispute. I'll be contacting TransUnion and Equifax in an attempt to dispute the credit hit. However, I do not have a lot of hope that I will be able to remove this credit hit, and I ************** is solely responsible for any drop suffered by my credit score.
Business Response
Date: 18/03/2023
We have spoken with the customer and will continue to work toward a resolution.
Customer Answer
Date: 20/03/2023

********** ********

I am rejecting the businesses response at this time. The response that I see is that "they've spoken with me over the phone and are continuing to work toward a solution".

I spoke directly with a **** representative on the telephone on Friday, March 17th. Their representative told me that they would be reaching out to TransUnion and Equifax to have the credit hit removed. I was told that they would reach out to me this week (week of March 20) to confirm when this is done. I would like to see this in the formal response to this complaint so that there is a paper trail of that phone call.

Sincerely,

*******************************
Business Response
Date: 25/03/2023
We spoke directly with the customer and were able to confirm that a satisfactory resolution was implemented.
Initial Complaint
Date:13/03/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered ********** ice package off of shaws app they billled my account but never activated the service Now there saying that I waited too long to call them they wont get refund the purchase price
Business Response
Date: 20/03/2023
We have attempted to reach the customer at the phone number provided and left a voicemail with our direct contact information.

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Shaw Communications Inc. is NOT a BBB Accredited Business.